Service Delivery Leader

Posting Description:

- Lead, improve and drive transformation across the service support space in multiple locations
- Drive quality and continuous improvement
- Permanent newly created role to be based out of one of our multiple office sites within South Australia, Victoria, New South Wales or Queensland

HIA Insurance Services (HIAIS) is a specialist insurance broker, providing insurance products and risk advice to the residential building industry. Formed in 1984, HIAIS is as a joint venture between two leaders in their respective industries, Aon and the Housing Industry Association (HIA).

**Service Delivery Leader - HIAIS**

As a Service Delivery Leader, you will drive strong communication, direction and engagement for service hub team members, so that they can deliver strong results for the broker business in which they support. The purpose of the service hub is to deliver exemplary customer service and comprehensive administrative assistance.

**Who are Aon and HIA?**

Our joint venture provides us with the outstanding opportunity to demonstrate the risk and insurance expertise of Aon, with the HIA's deep knowledge of the housing industry.

HIAIS is Australia’s only national building industry association, representing the interests of the housing industry at regional and national levels. Their extensive membership program for the last 70 years has supported residential builders, trade contractors, developers, design professionals and more.

Aon is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Their team of business insurance specialists can help you find a policy suited to the common risks of your industry so you’re more confident that you’ve found the right type of insurance for your business.

**What the day will look like**

As the Service Delivery Leader, you will be a pivotal member of the HIAIS Leadership team along with:

- The overall supervision and effective management of the Operations functions and the Administration team
- Responsible for managing customer service operations across a group of smaller/moderately complex clients
- Ensure all Operational areas are maintained and servicing the business, in line with standardised SOPs
- Resolves a wide range of issues in creative ways, including process improvement of SOPs
- The leader role will have accountability for staffing, resource allocation, and ensuring contractual obligations are met (e.g. Service Level Agreements)
- Uses knowledge to provide consultative advice and recommendations within specific functional areas
- Will manage, supervise or provide support, guidance and training to others

**Skills and experience that will lead to success**
- Relevant experience in managing and leading a support team by motivating and empowering others
- Seasoned, experienced professional who possesses a full understanding of an area of specialisation as well as an understanding of business strategies to translate direction into tactical plans.
- Experience in client service/operations within Financial Services, Construction, Builders warranty or General Insurance
- An innovative and collaborative approach and dedication to outstanding client service
- Exceptional relationship and communication skills across internal and external stakeholders with proven ability to identify, research and solve problems
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
- Strong presentation skills backed with advanced proficiency using Microsoft Office tools

**How we support our colleagues**

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

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